Slow speeds and fair usage (FUP)

Symptoms

A customer says their internet is “slow” or “not like before”.
Speed tests show much less than the package speed.
A hotspot customer’s bundle ended early, with time still left.
Many customers on one router are slow at the same time.

Likely causes

Cause	Applies to	Typical sign
Daily fair-usage limit reached	PPPoE	Full speed in the morning, slow after heavy use. Back to normal the next day.
Data cap reached	Hotspot	The bundle ends once its data is used up, even if time is left.
Speed override in place	Both	Speed is fixed at a value that isn’t the package speed.
Wrong package or negotiated rate	Both	The customer is on a smaller package than they think.
Sharing the account	Both	Several devices are on one login (check active sessions).
Router or uplink saturated	Everyone on a router	Many customers are slow at once, at peak hours.
Wi-Fi signal or local network	One customer	Slow on Wi-Fi, fine on cable.

How fair usage works

PPPoE packages can have a daily FUP: Enable daily FUP, a Daily data limit (GB) and a Reduced speed (% of package speed). When a customer goes over the daily limit, they’re slowed to that percentage for the rest of the day, not cut off.
Hotspot packages can have data caps. When a customer reaches the cap, the bundle is used up and they need to buy again.
Usage counts whichever is larger, download or upload. The two aren’t added together.

Checks

Open the customer’s page (Customers → Hotspot or Customers → PPPoE) and check:
- The current package and whether the customer has a negotiated price or speed.
- Active sessions: how many devices are online on this account, and how much they’ve downloaded.
- Any fair-usage restriction shown on the current session.
Sessions list: Hotspot → Sessions or PPPoE → Sessions shows Downloaded and Uploaded for each live session.
Auth logs: a hotspot customer whose bundle is used up gets rejected the next time they try to log in. In Hotspot → Auth Logs, look for a reason such as No active connection found, or Time allowance used up on time-limited packages.
Speed overrides: check the global speed override in Settings (in the PPPoE section, Global speed override), any override on the router’s device page, and the speed override on the customer’s page.
Is the whole router slow? On the device page, open Telemetry if it’s enabled for the router, and look at load at peak hours. Trends also shows hotspot fair-usage charts, so you can see how many customers are hitting their limits.

Fixes

PPPoE customer over the daily FUP. On their page, click Reset Daily FUP. You’ll see Daily FUP reset — full speed restored. If they keep going over the limit, offer a bigger package or raise the limit on the package.

Hotspot customer hit the cap. On their page, Reset fair usage sets the bundle’s counters back to zero, so they get the whole bundle again at full speed. It doesn’t extend when the bundle expires. Use it as a goodwill gesture. Don’t use it as a standing fix.

Temporary speed change. On a hotspot customer’s page:

Flight Speed Change changes the speed of their current sessions straight away, for example to test whether speed is the problem.
Manage Speed Override sets a lasting upload/download speed for that customer. Turn it off and you’ll see Speed override disabled, using package speeds.

Global or router override. The Global speed override (in Settings) sets one speed for every PPPoE customer. You can choose whether it raises slower customers (Raise customers who are slower), cuts faster ones (Cut customers who are faster), when it Starts and Ends, and which routers it covers. Overrides are applied in this order: ISP-wide, then router, then package, then customer. The switches Router overrides, Package overrides and Customer overrides decide whether those lower-level settings are respected.

Wrong package. On a PPPoE customer’s page, use Package to change it.

Account sharing. Lower Max Sessions per User on the hotspot package, or use Change Customer Max Connections for a PPPoE customer.

Router saturated. Check the uplink capacity and the router’s load. Move heavy users to a different package, or add capacity at that site.

When to contact support

Contact support if:

A customer is slowed by FUP even though their usage is clearly below the limit.
Reset Daily FUP or Reset fair usage succeeds, but the customer is still slow after reconnecting.

Include the customer’s username, the package and the time. See Communication.